Director Claims
Position Summary
Mercury is seeking a Divisional Claims Manager to lead the Auto Claims organization and related operational workflows that support accurate claim routing, efficient handling, and strong customer outcomes across personal lines auto claims.
Responsibilities
Direct the operations and claim activities of a geographically dispersed team covering auto casualty, auto liability, and auto physical damage disciplines for personal claims;
Maintain overall accountability for people leadership, loss cost/expense management, customer satisfaction, and compliance.
Motivate, monitor, and develop team members to maintain a knowledgeable and highly skilled claims team;
Create a productive, supportive work environment focused on world-class claims service.
Exercise independent judgment on personnel and legal claims matters with significant impact on loss costs, expenses, consumer loyalty, and employee relations.
Complete detailed analysis and deliver executive-level reporting on complex business issues, including status updates on key business objectives within and across divisions.
Aid in the creation of strategies and solutions to drive the future of claims in alignment with corporate objectives and key results.
Partner with Claims Innovation to conduct tests and learns, design processes, and implement improvements to accuracy, expenses, and service within the respective line of business.
Collaborate with leaders to identify trends and direct the implementation of opportunities for improvement to achieve key results; ensure understanding of business objectives, results, and processes within their teams.
Monitor overall compliance with established claims practices and motivate employees toward industry-leading process compliance and outcomes.
Identify a diverse pool of team members and leaders for succession planning and leadership development; maintain appropriate team balance to achieve business results and resource continuity.
Some travel may be required.
Education Qualifications
Bachelor’s Degree required
CPCU, AIC, or other insurance-related designations preferred
Experience Required
10 years of complex claims handling experience; 7+ years in a leadership capacity.
Knowledge and Skills
Passion for serving customers in their time of need.
Advanced written and verbal communication skills to professionally represent the Company in multi-channel correspondence with internal and external customers.
Demonstrated ability to lead through change.
Strong collaboration skills; operates as one team with a common goal.
Advanced knowledge of claim procedures, claims systems, coverage, evaluation, liability, damage estimating, settlement, and adherence to applicable legal compliance standards — with the ability to enact relevant plans at a file, unit, branch, and/or division level.
Advanced analytical skills to reconcile, manipulate, and recognize trends in data.
Superior conflict management and problem resolution skills with the ability to manage internal and external customer relationships.
Demonstrated proficiency with MS Office products (Outlook, Word, Excel, Teams) and claims-related software.
Highly organized and detail oriented.
About The Company
Why choose a career at Mercury? At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.
Perks and Benefits
Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
Pay Range
USD $107,344.71 - USD $300,603.92 /Yr.